How was your experience at the surgery?

Confidentiality

We hope you will be pleased with your treatment at our practice and we are always grateful to receive positive feedback. We are aware that occasionally we may not perform to our desired standard and we would welcome the opportunity to investigate these instances with your help. Please contact our Practice Manager, either personally or by telephone to discuss your comments and she will carry out a full investigation and report back. Your help may prevent someone else having the same problem. All comments are dealt with in the strictest confidence.

We request that you inform the practice as soon as is practicable should you be unable to attend for an appointment. If you have certain ongoing conditions e.g. Diabetes, Asthma, Heart Disease, you may be invited to attend a clinic for check-ups.

We ask that our Doctors and staff treat each patient courteously and respectfully and we ask that you treat our Doctors and staff in the same manner. Any patient who is violent or abusive will be removed from our list. We respect patients’ rights to confidentiality and ask that you respect what may sometimes be deemed as unhelpful comments by our staff. Should you wish other members of your household/family to be given your medical information you must submit a written request to the practice.

Should you wish to view your medical record you must write to your Doctor or the Practice Manager requesting to do this. A charge will be levied on requests for copies of records.

Medical Records

The practice complies with Data Protection and Access to Medical Records legislation. Identifiable information about you will be shared with others in the following circumstances:

To provide further medical treatment for you e.g. from district nurses and hospital services.

To help you get other services e.g. from the social work department. This requires your consent.

When we have a duty to others e.g. in child protection cases Anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

If you are dissatisfied with the service you have received and wish to make a complaint, please see the attached information leaflet. This leaflet is also available from reception within the Health Centre.